[Hiring] Program Analyst @Arcsource Group Inc

Role Description

We are seeking a Program Analyst to support the HHS and Office of the Secretary Digital Accessibility Program Services. This position provides operational, analytical, administrative, and customer-support services across the program.

The Program Analyst maintains the operational infrastructure that enables the Program Manager and technical accessibility team to execute efficiently, including:

• Service requests
• Trackers
• Backlog administration
• Reporting
• Records management
• Stakeholder coordination
• Account and license administration
• User support
• Program documentation

The position also provides trained administrative coverage across program functions to reduce single points of failure and preserve operational continuity.

Position Location: Remote/telework

Clearance Level Required: None

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• Minimum of three years of relevant experience in program or project coordination, program operations, service-request management, business or process analysis, or a related area.
• Experience supporting a federal program.
• Experience developing and maintaining standard operating procedures, user guides, templates, and operational documentation.

Requirements

• Maintain action-item, stakeholder, risk, issue, service-request, and program trackers.
• Support work breakdown structure and backlog administration.
• Maintain SharePoint-based program trackers and repositories.
• Collect routine KPI and program-performance information.
• Support the collection and validation of data used for KPI and analytics activities.
• Monitor source-data quality and compile information for reports.
• Support meeting scheduling, agendas, minutes, action tracking, follow-up, and maintenance of program records.
• Support service-request intake, triage, routing, status monitoring, and closure.
• Track workloads, service-level agreements, outstanding actions, and customer requests.
• Support customer inquiries and helpdesk operations.
• Coordinate user onboarding and offboarding.
• Support account provisioning, account deactivation, and license tracking.
• Coordinate role-based user training and maintain associated records.
• Develop and maintain user guides, standard operating procedures, templates, operational documentation, and program knowledge resources.
• Provide administrative and workflow coordination for accessibility testing and remediation personnel.
• Identify workflow bottlenecks, recurring administrative issues, and opportunities for process improvement.
• Assist the Program Manager with deliverable coordination, resource tracking, communications, reporting, and program-governance activities.
• Provide surge coverage across program functions as needed.

Benefits

• Medical, Dental, & Vision Benefits
• Employer-paid long-Term & Short-Term Disability, Life Insurance
• 401k Plan with generous company matching
• 15-day PTO and 11 Federal Holidays for full-time employees working on Federal Contracts
• Employee Assistance Program
• Salary dependent on skills and experience

Preferred Skills and Experience

• Experience supporting a federal Section 508 or digital accessibility program.
• Working knowledge of Section 508 requirements, WCAG Level AA criteria, DHS Trusted Tester methodology, and federal digital-accessibility practices.
• Familiarity with accessibility considerations for websites, web and mobile applications, electronic documents, forms, multimedia, eLearning content, and assistive technologies.
• Understanding of the digital-accessibility service lifecycle.
• Experience with program or project coordination, service-request management, KPI and status reporting, backlog management, action-item tracking, records management, and customer or helpdesk support.
• Experience using SharePoint and Microsoft 365 to maintain trackers, repositories, documentation, and program information.
• Strong organizational, writing, communication, customer service, and follow-through skills.